Today we are pleased to release version 5.7.0, a minor release in the 5.x series, with PHP 8.4 support, improvements to operator notifications, frontend ticket sections, and more.
The operator notifications system has been revamped to allow for more granular control over which notifications are sent and via which channels.
A new 'Department Subscriptions' feature has been introduced, allowing you to customize notification preferences for each department. For example, managers can choose the 'All Activity' option to receive updates on all ticket events within a department, even if they are not assigned to or watching the tickets. Alternatively, operators can opt to receive notifications only for tickets they are assigned to, or disable notifications entirely - helping reduce unwanted noise from a specific department and focus on what matters most.
Notification preferences for other operators can be set under the new 'Operator Notifications' settings page in the operator panel. Individual ticket notifications can now also be toggled on or off, if for example you don't need to be notified when the department changes on a ticket, but still wish to receive all the other notifications.
Several improvements have been made to the frontend ticket grid and ticket view, enhancing the experience for your users, including:
Ticket grid search now uses the search engine for better results.
Allow adjusting the number of rows shown in the ticket grid.
Save reply drafts automatically.
Collapse already viewed messages, collapse long ticket threads, and hide quoted content in ticket view.
New dedicated print view.
We have introduced a System Bot account, designed to handle automated message-related actions that run during macro executions and SLA escalations. New macros and SLA plans default to posting as System Bot, but you can choose a different operator if necessary. Existing setups will continue using the previous operator for backward compatibility, although this can be switched to System Bot at any time.
A new editor plugin is now available, enabling you to clearly set where you would like the cursor to be positioned when replying to a ticket. This, for example, allows you to write a greeting using merge fields, followed by the cursor position and your signature.
Support for PHP 8.4 has been added, as well as support for MySQL 9.0-9.3, MariaDB 11.7 and Percona 8.4
helpdesk#3550 - use previous message IDs in the References header in outgoing emails, improving threading of all messages within email clients
helpdesk#3529 - single tenant support for Microsoft 365 integration, for when you can't use multi-tenant applications
helpdesk#3522 - a new 'Group By' option on time-based reports enables you to customise the X-axis instead of relying on automatic grouping based on the reporting period
